Scope of Advisory and Support Services

SCOPE OF TRAVEL ADVISORY AND SUPPORT SERVICES

Free Memories LLC d/b/a Viva La Magia®

Last Updated: September 2026

GENERAL NOTICE

Viva La Magia® aims to provide its clients with professional travel advice, support, and assistance in planning and managing their trips.

This document explains the general scope of the advisory services provided by Free Memories LLC d/b/a Viva La Magia® and its authorized independent agents.

This document supplements the Travel Services Terms and Conditions and does not replace the specific conditions of each reservation or the terms established by final suppliers.

Viva La Magia® is registered with the State of Florida as a Seller of Travel. Registration No. ST44404.

VIVA LA MAGIA® is a federally registered service mark owned by Free Memories LLC, United States Registration No. 8,351,037.

  1. PURPOSE OF THE SERVICE

The purpose of Viva La Magia® is to help the Client make informed decisions, organize purchased services, and facilitate the travel planning process.

Depending on the destination, product purchased, supplier, and Client needs, the service may include pre-travel guidance, reservation assistance, recommendations, follow-up, and support related to services arranged through Viva La Magia®.

The level of advisory service may vary from one reservation to another, and not every service described in this document necessarily applies to every Client or product.

  1. WHAT OUR SERVICE GENERALLY INCLUDES

When appropriate for the type of trip purchased, advisory services may include assistance in selecting destinations, hotels, resorts, theme parks, cruises, vehicles, travel insurance, excursions, or other services; preparation and explanation of quotes; reservation management and follow-up; general explanation of supplier policies; guidance regarding payments and important deadlines; general planning recommendations; communication of relevant information received from suppliers; reasonable assistance with changes, cancellations, or travel-related issues; and support before and during travel within the scope described in this document.

  1. ADVISORY SERVICES FOR WALT DISNEY WORLD® AND OTHER DISNEY DESTINATIONS

For trips to Walt Disney World® Resort and other Disney destinations, the agent may provide general guidance regarding theme parks, tickets, hotels, transportation, restaurants, daily planning, Lightning Lane, experiences, and other travel-related matters.

Standard service does not guarantee access to specific restaurant reservations, experiences, Lightning Lane selections, or other products subject to availability.

When certain actions must be completed through the Client’s personal account, application, or profile, the Client may be responsible for completing them directly while following guidance provided by the agent.

Disney may change its systems, rules, prices, availability, operating hours, benefits, and procedures at any time. Viva La Magia® does not control such changes and cannot guarantee the operation or availability of specific products.

  1. ADVISORY SERVICES FOR UNIVERSAL ORLANDO RESORT™ AND OTHER THEME PARKS

For Universal Orlando Resort™, Universal Studios Hollywood, and other theme parks or attractions, Viva La Magia® may provide guidance regarding tickets, hotels, Express Pass, parks, attractions, transportation, operating hours, planning, and related products.

Availability of attractions, Express Pass, restaurants, events, operating hours, and other experiences depends exclusively on the applicable supplier.

  1. HOTELS, CRUISES, VEHICLES, VACATION HOMES, EXCURSIONS, AND OTHER SERVICES

For other travel products, advisory services may include assistance in selecting among available options, general explanation of alternatives, reservation management, and communication of information provided by suppliers.

Viva La Magia® does not replace the final operator of the service. The terms applicable to accommodations, vehicles, cruises, excursions, insurance, transportation, or other products are established by the applicable supplier.

  1. WHAT STANDARD SERVICE DOES NOT AUTOMATICALLY INCLUDE

Unless expressly agreed in writing, standard advisory service does not include permanent 24-hour personal availability; in-person accompaniment during travel; minute-by-minute planning of each day; continuous or permanent monitoring of restaurants, attractions, Lightning Lane, prices, or promotions; daily management of actions within the Client’s personal applications; continuous searching for third-party cancellations; guaranteed access to specific reservations or experiences; unlimited management of changes requested by the Client; or management of services purchased outside Viva La Magia®.

If an agent voluntarily assists with one of these tasks on a particular occasion, that assistance does not create a continuing obligation and does not modify the general scope of service.

  1. THE AGENT ADVISES; THE CLIENT DECIDES

The agent may make recommendations based on professional experience, knowledge, information provided by suppliers, and preferences communicated by the Client.

The final decision regarding hotels, theme parks, attractions, restaurants, schedules, vehicles, excursions, insurance, itineraries, and other travel components belongs to the Client.

Recommendations constitute professional guidance but do not guarantee individual satisfaction.

Factors such as personal preferences, weather, crowds, delays, physical conditions, ages, operational changes, or unforeseen circumstances may affect the final travel experience.

  1. INFORMATION MAY CHANGE

The travel industry changes constantly.

Operating hours, prices, policies, attractions, booking systems, benefits, restaurants, routes, itineraries, documentation requirements, promotions, and conditions may be changed by suppliers without involvement by Viva La Magia®.

Information provided by an agent is based on information reasonably available at the time it is communicated.

The Client should pay attention to subsequent communications from Viva La Magia®, the assigned agent, and the applicable supplier.

  1. AGENT AVAILABILITY AND RESPONSE TIMES

Viva La Magia® agents are independent travel professionals who manage multiple clients and reservations.

Communications will be answered within reasonable timeframes based on business hours, time-zone differences, day of the week, complexity of the request, supplier availability, and level of urgency.

The existence of an active reservation does not imply immediate or permanent availability of the agent.

Questions regarding restaurants, itineraries, attractions, recommendations, promotions, or general planning are not considered emergencies.

  1. ASSISTANCE DURING TRAVEL

Viva La Magia® will seek to provide reasonable assistance with issues related to services arranged by the Agency.

However, when an urgent situation depends directly on a hotel, theme park, cruise line, airline, vehicle rental company, insurance provider, or another supplier, the Client should also use the official or emergency support channels of that supplier.

Assistance provided by Viva La Magia® does not replace emergency services, governmental authorities, medical assistance, police, insurance companies, airlines, tour operators, or third-party customer service departments.

  1. CLIENT RESPONSIBILITIES

To allow Viva La Magia® to provide appropriate service, the Client must provide accurate and complete information; review quotes and confirmations; verify names, dates, and booked services; comply with payment deadlines; read important communications; keep contact information current; comply with supplier policies; verify travel documentation requirements; report relevant changes; and complete, within the applicable deadlines, any actions that must be performed personally.

The Client must report any error or discrepancy as soon as it is discovered.

  1. RESTAURANTS, EXPERIENCES, AND SERVICES SUBJECT TO AVAILABILITY

Viva La Magia® may advise the Client regarding restaurants, experiences, and other services subject to availability.

Advisory assistance or help attempting to secure a reservation does not constitute a guarantee of availability.

When the Client requests assistance with a specific reservation, the agent may attempt to help based on availability and the scope of service, but Viva La Magia® will not be responsible if the supplier has no availability.

The Client may be required to make certain reservations directly through the Client’s own accounts or applications.

  1. PROMOTIONS AND PRICE REDUCTIONS

Suppliers may release new promotions or change prices after a reservation has already been confirmed.

Viva La Magia® may review subsequent promotions when it becomes aware of them and when supplier rules permit such promotions to be applied to existing reservations.

Standard service does not include permanent, daily, or automated monitoring of new promotions and does not guarantee that every future promotion will be identified or applied.

The existence of a later promotion does not automatically mean that an existing reservation can be modified or that the Client is entitled to a price reduction.

  1. RESERVATIONS MADE OUTSIDE VIVA LA MAGIA®

Viva La Magia® advisory services primarily relate to products and reservations arranged through the Agency.

Viva La Magia® has no obligation to manage, modify, cancel, monitor, dispute, or resolve problems involving services purchased directly by the Client or through another agency, platform, or supplier.

An agent may provide general guidance regarding an external service when reasonably able to do so, but such assistance does not make Viva La Magia® responsible for that reservation.

  1. DOCUMENTATION, VISAS, AND IMMIGRATION REQUIREMENTS

Viva La Magia® may provide general travel-document information as a courtesy.

However, Viva La Magia® and its agents are not immigration attorneys, consular authorities, or government officials.

The Client is responsible for independently verifying through official sources all requirements related to passports, visas, ESTA, transit, minor travel authorizations, immigration documentation, vaccinations, health requirements, and any other condition required to enter, remain in, or transit through a country.

Acceptance or denial of a passenger is determined exclusively by the applicable authorities and suppliers.

  1. CIRCUMSTANCES OUTSIDE VIVA LA MAGIA®’S CONTROL

Viva La Magia® does not control weather, crowds, wait times, attraction closures, operating-hour changes, supplier cancellations, technology failures, transportation, governmental decisions, product availability, third-party conduct, or other external circumstances.

When such a situation occurs, the agent may reasonably assist the Client in evaluating available alternatives, but cannot guarantee a particular solution.

  1. SPECIAL OR ADDITIONAL SERVICES

Certain Clients may request services beyond the standard scope of advisory assistance, including advanced personalized planning, detailed itineraries, complex modifications, management of external reservations, special assistance, or extraordinary services.

Viva La Magia® may accept or decline such requests based on availability and may charge additional fees where appropriate.

Any additional charge will be disclosed before the applicable service is provided.

  1. OUR COMMITMENT

Viva La Magia® is committed to providing its services in good faith, professionally, and with the goal of offering information that is reasonably accurate and current.

Our objective is to support the Client and facilitate travel planning and management, but no travel agent can control every factor affecting a travel experience.

If an issue arises from a material error directly attributable to Viva La Magia® or one of its agents, the Agency will review the matter in good faith and seek to take reasonable steps to attempt to resolve it.

  1. ACCEPTANCE AND RELATIONSHIP TO OTHER TERMS

This document supplements the Viva La Magia® Travel Services Terms and Conditions and Privacy Policy.

By confirming a reservation, making a payment, authorizing the issuance of services, or using services arranged through Viva La Magia®, the Client acknowledges having had access to the scope of service described in this document.

If a specific condition applies to a particular reservation or service, that condition will supplement this document.

  1. UPDATES

Viva La Magia® may update this document to reflect changes in its services, processes, technology, or operating practices.

The current version will be published at www.vivalamagia.com and will include the date of the most recent update.

For an already confirmed reservation, the scope of service communicated or available at the time of purchase will generally apply, except where changes are required by applicable law or are necessary to adapt to changes made by suppliers.

  1. OFFICIAL CONTACT INFORMATION Free Memories LLC d/b/a Viva La Magia® Orlando, Florida Florida Seller of Travel Registration No. ST44404 WhatsApp: +1 321 710 0366 Email: info@vivalamagia.com Web: www.vivalamagia.com VIVA LA MAGIA® – U.S. Registration No. 8,351,037